Journeys

From knowledge to better customer interactions.

Bring employee learning and AI training together in a connected Journey, based on your products and ways of working. Give employees knowledge, exercises and feedback. Follow progress and offer support where it is needed.

Explore a Journey Book a demo

Journeys in practice

One goal. Practice that connects.

Here, a store employee practices helping customers choose. Knowledge, conversations and a task at work connect in the same Journey.

Participant view · Fictional example

Open an activity to explore its detail card. Completed conversation exercises also include sample results and feedback.

Customer interactions

From the first question to the right choice

3 of 5 completed

Progress: 3 of 5 activities are complete. Progress shows how far Alexander has come in the Journey.
Score: Mastery Score is the average of the best score in each exercise with a result. Here: (84 + 92) / 2 = 88%.
Position: 5% means Alexander is among the top 5% by Mastery Score in the example group, corresponding to the 95th percentile.

Sales Onboarding Product launches Service Leadership

Create · Knowledge

Your knowledge. Practice for your reality.

What should your team do better? Start there. Your products, customer questions and ways of working give AI the context for relevant exercises. You review the content before participants get access.

Illustrative example · the same store as in the Journey

01 · The source material

Two stand mixers. Different needs.

Base: a compact model with a 3-liter bowl.
Plus: a larger model with a 5-liter bowl.

Our approach

Find out how the customer bakes, how large the batches are and how much space they have. Explain a difference that matters to that particular customer.

Fictional product and method notes. Reviewed and approved before use.

02 · The practice

One foundation. Different ways to learn.

Episode
Understand the customer benefit
Listen to why bowl size and available space matter differently to different customers.
Coaching
Explain the difference
Discuss with the AI coach which option fits a described need and why.
Roleplay
Meet a hesitant customer
Practice with Kim, who is comparing the options and wondering whether Plus is worth the extra cost.

AI creates drafts. You review, refine and test them.

Choose relevant knowledge
Gather what the goal requires. Knowledge lets you review, version and reuse longer source material. Start with one situation, not the entire intranet.
Build and test
Create exercises in Popscale or with your connected AI assistant. Review the facts, conversations and feedback. Then organize the activities into sections.
Invite the right team
Choose the order, access and any passing requirements. Activate the Journey and enroll participants manually or automatically by department.

Create with your AI assistant

Engage · progress and motivation

Make progress worth coming back for.

A clear next step. Feedback you can use. And progress you can see. That is the purpose of gamification in Popscale: help employees want to try again.

Alexander’s Journey · example data

60%Progress

I’m moving forward.

Three of five activities are complete. It is clear what is left to do.

88%Score

I’m building my skills.

The best Coaching and Roleplay results are 84 and 92%. Their average is 88%. A better attempt can raise it.

5%Position

My progress gets recognized.

In this example, Alexander is among the 5% with the highest Mastery Score in the Journey.

A result matters most when it points to a next step.

After an assessed conversation, participants get both a score and specific feedback. They can see what worked and something to improve on their next attempt.

Open an exercise and explore the feedback

Why practice over time?

Two colleagues discuss products and recommendations in a store.

Follow up · Journey Insights and nudges

See where your team needs you.

Employees can practice and get feedback without waiting for the next coaching session. You see participation, progress and results, so you can spend less time chasing updates and more time offering the right support.

Example data · Better advice in store

Enrolled users: 72100%
Not started: 1217%
Active: 1622%
Ready for next section: 68%
Stuck: 68%
Completed: 2636%

Who needs a follow-up?

72 participants are enrolled in the Journey. 12 have not started and 6 have Stuck status. Those give the leader two different questions to follow up on.

From overview to action · illustrative example

One Journey. Two different needs.

12have not started

Help them get started.

Select the group in Journey Insights and send a nudge. If they still do not start, check whether employees have the time and support they need.

How to send a nudge

Choose an individual or the Not started or Stuck segment. Check the recipient selection and confirm the send in the app. The same reminder type is sent at most once a day to the same participant in the same Journey. This website example does not send any reminders.

6have Stuck status

Find out what support would help.

Review the exercise, attempts and feedback. Does the person need an explanation, more practice or help setting aside time? The status is a signal, not the whole answer.

When several people get stuck on one activity

Check the instructions, preparation and assessment criteria. A difficult activity may need clarification. The manager chooses the next action; Insights does not automatically recommend a new activity.

Progress shows completion. Score summarizes exercise results. Follow up on what happens at work too. Studies gathers perspectives in a separate report.

Six weeks at Phil’s Burger

A sales initiative, new guest situations each week and continuous AI practice. Phil’s Burger followed two of the practiced behaviors in its own point-of-sale data.

Illustration of a restaurant employee serving a guest.

When practice shows up in sales

Read the customer story

During the program’s peak weeks

increase in the share of large burgers: +12%
more dips per main course sold: +28%

Relative changes from Jan–Aug 2025. Large burgers: week 49, 2025. Dips: week 39, 2025.

Build with the right activities

Different ways to learn. One connected program.

You don’t need every format. Choose the combination that helps your team reach its goal.

Episodes

Make important knowledge accessible through audio and video.

Coaching

Explain, reason and reflect with an AI coach.

Roleplay

Practice the situation with an AI customer or colleague.

Flashcards

Revisit facts, terms and concepts in short sessions. Recall the answer, then assess for yourself what you know and what needs more practice.

Challenges

Try a practical task at work, write down what you learned and receive feedback on your reflection.

Settings for each exercise

Practice until it clicks. Move on when it’s enough.

Allow room to try again, set clear requirements and limit practice once the goal is met. You choose these settings for each exercise, not for the Journey as a whole.

Maximum attempts

Attempt limit

Choose how many valid attempts participants get. One exercise might allow three attempts, another five. Match the limit to the purpose and difficulty.

Passing score

Passing requirement

Set the score needed to pass an assessed exercise. Once participants reach it, the exercise turns green and counts as complete in the Journey.

Lock after completion

Lock once passed

Choose whether to lock an exercise once it is complete. Participants who have met the requirement can spend their time on the next activity instead of repeating it to raise their Mastery Score.

Order and access

You choose the path.

Sometimes the basics need to come before the next exercise. Sometimes it is better to let participants choose. Set the order to suit what you want to achieve.

Section by section

Activities within a section are open. The next section unlocks when they are complete. In this mode, you can also set a time-based condition for a section to open, measured in days from the start.

Item by item

Participants work through one activity at a time within each section. The next section unlocks when the current section is complete.

Flexible

All sections and activities are open. Participants can choose which activity to do next.

Usage-based pricing. Discuss your setup or explore creating with your AI assistant.

Common questions.

Clear answers.

Can we control when the next activity opens?

Yes. Set the order and access to suit your program. Participants can work section by section or in a flexible order. In section-by-section mode, you can also set how many days after the start a section may open.

How do Progress, Score and Position differ?

Progress shows how far a participant has come in the Journey. Score shows Mastery Score: the average of their best result in each exercise with a result. An exercise without a result does not count as zero in the average. Position compares this average with other participants and shows a top percentage. The 95th percentile is displayed as 5%, meaning among the top 5% by Mastery Score. The 99th percentile is displayed as 1%.

Does every Journey have to be used for assessment?

No. Journeys can combine knowledge, practice and tasks at work. To assess knowledge and skills, you can combine Coaching with the Assessment session type and Roleplays. Attempt limits, passing scores and optional completion locks are chosen for each exercise, not through a special Journey type.

Do we need a large knowledge library to start?

No. Start with a clear goal and the source material needed for a few relevant exercises. Knowledge helps you reuse reviewed material, but it is not a mandatory implementation project. Individual activities can also be used without a Journey.

What happens when our source material changes?

A new Knowledge version needs to be reviewed and approved before it can be selected as active source material for new generation. Also review the content based on that knowledge. Existing exercises are not automatically rewritten.

Are nudges sent automatically?

No. An authorized manager chooses recipients in Journey Insights and confirms the send. Eligible participants who have not started or are stuck can receive a reminder. The same type can be sent at most once every 24 hours to the same participant in the same Journey.

What goes into Mastery Score?

The average uses each participant’s best valid percentage result in Roleplays, Coaching and Flashcards that have a result. Flashcards use self-assessment. Episodes and Challenges are not included. An exercise without a result does not count as zero.

Who can see the results?

Participants see their own progress. Company administrators can follow the company and department managers their own department. Authorized managers and administrators can also read feedback and conversation transcripts. Studies has a separate reporting flow.

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What do you want your team to be ready for?

In a demo, we show how to connect learning, practice and follow-up in Popscale. Tell us about the goal or change you are working toward.